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Pengaruh Kualitas Layanan Mobile Banking (M-Banking) Terhadap Kepuasan Nasabah di Indonesia [Effect of Mobile Banking (M-Banking) Service Quality on Customer Satisfaction in Indonesia]

Development Research of Management

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Title Pengaruh Kualitas Layanan Mobile Banking (M-Banking) Terhadap Kepuasan Nasabah di Indonesia [Effect of Mobile Banking (M-Banking) Service Quality on Customer Satisfaction in Indonesia]
 
Creator Wardhana, Aditya
 
Subject Business; Economics
service quality; mobile banking; customer satisfaction; Bank Mandiri; Bank BRI; Bank BCA; Bank BNI; Bank CIMB Niaga; Bank Danamon; Bank Permata; Bank Panin
Financial Institutions and Services; Banks
 
Description The research aim was to assess the influence of the service quality of mobile banking (m-banking) against customer satisfaction at the greatest banks in Indonesia. Elements of the quality of mobile banking services (m-banking) were speed, security, accuracy, and trust. The population of this study was bank customers from eight of the greatest bank in Indonesia -- Bank Mandiri, Bank BRI, Bank BCA, Bank BNI, Bank CIMB Niaga, Bank Danamon, Bank Permata, and Bank Panin -- who used mobile banking which totaled 19.9 million customers with the size of the sample being 400 respondents. The sampling method used nonprobability sampling by incidental sampling. The results by using a structural equation modeling (SEM) found significant influences between service quality of mobile banking (m-banking) partially and simultaneously to customer satisfaction.
 
Publisher Universitas Pelita Harapan
 
Contributor —
 
Date 2015-09-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Non probability Sampling
 
Format —
 
Identifier https://ojs.uph.edu/index.php/DJM/article/view/164
10.19166/derema.v10i2.164
 
Source DeReMa (Development Research of Management): Jurnal Manajemen; Vol 10, No 2 (2015): September; 273-284
2476-955X
1907-0853
 
Language eng
 
Relation https://ojs.uph.edu/index.php/DJM/article/view/164/108
 
Coverage Indonesia
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Rights Copyright (c) 2015 Aditya Wardhana
https://creativecommons.org/licenses/by/4.0/